How long will my repair take?

When you report a repair you will be given a completion date and informed who will carry out the work. If possible we will arrange for the work to be done at a time that's convenient for you.
The time allowed will depend on the nature and seriousness of the problem but will fall into one of three categories shown below.
If you are ill, vulnerable or disabled and the repair is relevant to your particular circumstances we will try to do the repair more quickly than our published timescales.

Emergency repairs

We will attend within 24 hours and ensure your home is left safe and secure. It may be necessary to return to complete the repair.

Some examples are:

• Securing your home after a break-in
• Fire, flood or major storm damage
• Full breakdown of heating system or hot water system where you have no alternative form of heating / hot water
• Total loss of electric power, water supply or gas supply
• Any fault which would endanger lives or put the safety of the public, tenants or the building at risk
• Lifts
• Fire alarm faults
• Blocked or leaking foul drain, soil stack or toilet pan (if only toilet available)
• Leak from water or heating pipe, tank or cistern
  

Urgent repairs

Will be completed within seven days.

Some examples are:

• Security faults
• Bulbs in internal areas
• Blocked waste systems (sink bath or basin)
• Lighting system faults (any faults for safety reasons)
• Broken glass
• WC not flushing
• Minor storm damage (make safe, water tight)
• Lifts (if no one trapped in car)
• Repairs to a leaking roof
• Locks
• Key cutting

Routine repairs

Will be completed within 28 days.

• All other repairs

If you smell gas

• Turn off gas supply at the mains
• Put out cigarettes
• Do not use matches or naked flames
• Do not use electrical switches
• Open doors and windows
• Ring Transco's Emergency Service on 0800 111 999